Customer Service Associate

Duration: 2+ months

Job Description:

• 
  Provide Level I and II support for during installation and installation and test administration phases of the project
• Assist with the configuration, testing and documentation of the systems as instructed in the project outline and scope
• Recognize problems in order to research, isolate and recommend resolution steps follow up with senior management to ensure timely resolution
• Provide lab support and participate in pre-distribution launches and Beta tests
• Conduct investigation and recreation and provide notification of critical technical challenges as reported via Center Problem Reports (CPR) and other sources
• Read and process CPRs in a timely manner
• Maintain a current working knowledge of xBT test center hardware, monitoring devices and equipment as required to assure test center compliance with the latest standards
• Keep abreast of changes in policies and procedures of existing testing programs as well as new testing programs that plan to use the xBT network system
• Communicate effectively with the client, test center administrators and external staff to assure that information is disseminated in a timely and effective manner
• Document and maintain accurate field reports and updates in appropriate databases
• Monitor activities associated with the xBT testing network and coordinate and process test center reports, exception reports, and audit/tracking reports related to CBT activities
• Provide level I and II technical support through telephone assistance during the installation and test administration phases of current projects by following guidelines and maintaining technical documentation
• Ensure strict adherence to Service Level Agreements developed by senior management
• Deliver high quality support to test center personnel by facilitating the successful installation of testing software
• Troubleshoot and resolve technical problems in order to enable a successful administration of the computer delivered test and the accurate return of candidate results
• Document all support cases in a way that can be tracked, trended and analyzed and reported in order to enable co-workers to easily comprehend the work that has been completed and continue to work seamlessly Escalate, track and follow-up with complex technical problems to ensure closure of the incident and determination of the root cause
• Provide customer service to meet or exceed the business unit expectations
• Work as part of a team for the common goal of meeting the department objectives and maintaining compliance to company policies
• Continuously provide timely and relevant updates to manager on outstanding issues

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A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients�?? opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.